Position: Team Leader Service Delivery (ITS)Salary Range: $133,481 - $150,233 per annum pending experienceTenure: Full Time, PermanentCommencing Date: 6 January 2025Closing Date: Monday, 25 November 2024 unless filled priorTownsville Catholic Education supports a diverse region extending from Townsville to the Burdekin and Whitsunday regions in the South, North to Ingham and Halifax, South-West to Winton, and West to the border with the Northern Territory, encompassing Mount Isa and several small, isolated western towns and east to Palm Island.Townsville Catholic Education provides a supportive, flexible working environment where care for the individual is an important part of our ethos. We employ motivated people who want to work together to produce excellent outcomes for our students. Our staff are recognised as being central to achieving our mission.About the roleTownsville Catholic Education Office is currently seeking a Team Leader Service Delivery for a Full Time, Permanent position. This role commences from Monday 6 January 2025.The Team Leader Service Delivery (TLSD) ensures the level of services to those using ICT across TCE are high quality. The TLSD will plan, direct, coordinate and design ICT-related activities, as well as provide administrative direction and support for daily operational activities of the Service Delivery Team. This person will have highly effective skills in communicating with influence, and maintaining relationships with key stakeholders in our schools and other Diocesan Agencies.The Team Leader Service Delivery will lead a team of IT professionals who assist other staff when they are having difficulties in using their PC and/or information system. The team will range from call centre staff, who take the call and attempt to resolve the issue immediately, through to staff who can only resolve the issue on a face-to-face basis in the field. They will also ensure that the staff they are managing have the appropriate level of technical skill, product skill and understanding of how the organisation works.Key AccountabilitiesProvide leadership within a team including:Conduct performance and development planning and provide feedback to individuals on their performanceCoach staff and provide opportunities for training and developmentEncourage a culture of professional behaviour that contributes to the provision of high quality client service and service provisionEstablish and maintain collaborative working arrangements with other teams within ITS, TCE and external service providers, to ensure quality service outcomes for students, teachers, staff, schools and Diocesan AgenciesEffectively acquire, maintain and apply knowledge of relevant Information Technology standards, best practice, and processes to ensure quality service outcomes for students, teachers, staff and schoolsParticipate in determining goals and ITS planning and coordinate their implementationLead day-to-day management, resource planning and work allocation of the ITS team to meet agreed service levels. Specifies, agrees and applies standards within ITS and ensures that monitoring of performance of Service Delivery through all channels (human, digital, and automated) is carried out, metrics and reports are analysed and issues are resolvedOversee and measure the fulfilment of Service Level Agreements or their kindDevelop and prepare business and analytical reports, and respond to internal correspondenceLead or assist in various project activities and programs as requiredPromote a culture of continuous improvement and increased knowledge amongst ITS staff by sharing, analysing, evaluating, maintaining and documenting procedures and developing manuals for technical tasks and resolutionsOther duties as reasonably directed.About youAt least 5 years in ICT rolesAt least 5 years leading people in teamsDemonstrated ITIL4 experienceDemonstrated experience managing IT Service Catalogue environments.Mandatory CriteriaCurrent Working with Children Suitability Card. The successful candidate will require a paid Blue Card before commencement as per the No Card, No Start policy developed by Queensland GovernmentTertiary qualifications in a related field or equivalent experienceCurrent Driver's LicenceAbility to travel from time to time within the Catholic Diocese of TownsvilleAbility to perform the physical requirements of the role in a safe manner.ITIL 4 Foundation and beyond certification or demonstrated capabilityRelevant industry experience in the education sector.What we offerModern facilities and equipmentSuperannuation up to 12.75% employer contribution (if an employee co-contribution is made)Access to long service leave after 7 years of continuous serviceDeferred Salary SchemeAccess to corporate health schemesInduction and Professional Development opportunitiesHow to applyPlease complete the application form belowUpload a current resumeUpload a cover letter to support your application.Applications close 3pm Monday 25 November 2024 unless filled prior.Applications during the shortlisting phase will be kept confidential.Your personal information is collected, stored and treated in accordance with our Privacy Policy.#J-18808-Ljbffr